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Overall Service Excellence Program 3 year Road Map

Overall Service Excellence Program 3 year Road Map. FY 11 Q2-Q4. FY 12. FY 13. Establish SE Culture Offer of Enterprise Service Delivery tool Commonwealth Policies, Processes and Metrics for Incident Management Develop Commonwealth SLOs and SLO Reporting

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Overall Service Excellence Program 3 year Road Map

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  1. Overall Service Excellence Program 3 year Road Map FY 11 Q2-Q4 FY 12 FY 13 • Establish SE Culture • Offer of Enterprise Service Delivery tool • Commonwealth Policies, Processes and Metrics for Incident Management • Develop Commonwealth SLOs • and SLO Reporting • Commonwealth Policies, Processes & • Metrics for Change Management • Common H/W & S/W Asset Mgt tool • Institute single Commonwealth Virtual Operations Culture Education & Marketing plan ITSEC established ITSEC Wiki presence ITSEC Road show ITSEC Day & Symposium 2nd Sec. Adoption COMiT ITD COMiT implemented Follow-on COMiT Adoptions or integrations 1st Sec. Adoption COMiT Incident Priorities Defined & ISB approved Incident end-to-end Model defined Model fully implemented Commonwealth-wide Reporting of Incident metrics Internal ITD Pilot- Monthly LOB/SLO Rpting ITD LOB/SLO reporting to Customers ITD BSLO customer metrics Single Metrics reporting Framework established ITD weekly CM Calendar published Weekly CW wide Change Calendar Change Types & Stnd Windows Defined & ISB approved All ITD h/w s/w in Enterprise tool Commonwealth h/w s/w in Enterprise tool We Are Here Operational Framework Defined and agreed Monitoring tools rationalized/integrated in support of end to end SE model

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